PetDesk Privacy Policy

Effective Date: September 2, 2025

1. Introduction

This Privacy Policy explains how Petvisor collects, uses, protects, and shares personal data when you use our Websites or Products. It applies to all visitors, users, customers, and veterinary clinics interacting with Petvisor and our affiliates. By using our Websites or Products, you acknowledge and agree to the practices described in this Privacy Policy. If you do not agree with this policy, you may choose not to use our Websites or Products.

2. Who we are

Petvisor, Inc. (“Petvisor”, “we”, “us”, or “our”) is a company registered in the United States. When we say “Petvisor,” we include our subsidiaries, affiliates, and brands, including Vetstoria, Groomer.io, and PetDesk.

“You” and “your” refer to any individual or organization that interacts with our Websites or uses our Products. This includes veterinary clinics that subscribe to our Products, customers of those clinics (e.g., pet parents), and individuals browsing or interacting with our Websites.

If you are a customer of a veterinary clinic, your clinic has authorized us to process certain data to deliver services to you. Please consult your clinic’s privacy policy for more details about the data it collects and how it uses it.

3. Defined Terms

• “Websites” means www.petvisor.com, www.petdesk.com, www.vetstoria.com, get.groomer.io, and any associated sites we operate.
• “Products” means our software, services, tools, and platforms, including (without limitation) online booking software, phone services, website management services, pre-appointment questionnaires, and any other applicable products offered by the company and used or acquired by the customer.
• “Clinic Data” means personal data or information that might be collected from or about a veterinary clinic (or its corporate owner) in connection with the provision of the Products (e.g., clinic contact information).
• “Customer Data” means personal data that might be collected and processed about individuals (e.g., pet parents) on behalf of a veterinary clinic using the Products.
• “User Data” means technical and usage data that might be collected from visitors and users of the Websites and Products (e.g., IP address, device identifiers, browser type).

Capitalized terms not defined here have the meanings in our Terms of Use.

4. Our role (controller vs. processor)

We act as a data controller for certain data we collect directly (e.g., from clinics to provide and administer the Products). We typically act as a data processor for Customer Data that clinics instruct us to process to deliver the Products to them and their customers. In those cases, the clinic determines the lawful basis and purposes for processing, and you should review your clinic’s privacy policy for details.

5. Information we collect

i. Visitors and users of our Websites and Products

• User Data (e.g., IP address, device and browser information, operating system, unique IDs, pages viewed, referral URLs, plug-ins installed, time and date of access, and on-site search queries).

ii. Mobile app users

• App activity and performance data.
• Uploaded photos and videos.
• Personal information you provide within the app.
• Device information.

iii. Veterinary clinic customers (pet parents and other end users)

• When you use our Products to interact with your veterinary clinic, we process Customer Data on behalf of the clinic. This may include:
• Identifiers and contact information (e.g., first and last name, date of birth, email address(es), phone number(s), postal address(es), country, usernames).
• Credentials (e.g., passwords).
• Technical and device data (e.g., IP address, mobile device IDs).
• Communication and support data (e.g., call history and call recordings).
• Some support calls may be recorded and transcribed for training, support, or quality assurance. We do not use voice data for biometric analysis or profiling.
• Appointment data (e.g., upcoming, past, and missed appointments).
• Marketing preferences and consent status.
• Pet information (e.g., name, species, breed, sex, age, vaccines, rabies tag, insurance, microchip number, medical history).
• Payment information (e.g., credit card number, expiration date, CVV) is processed by our third-party payment processors (we do not store full card details).

iv. Veterinary clinics and corporate groups

• Contact name, address, email address, and telephone number.
• Other information you provide enables us to contract with you and deliver the Products.

v. Information from other sources

• Verification information (e.g., licensure checks, identity verification).
• Data from service providers, business partners, and public sources.

vi. Information you voluntarily provide

• Survey responses, questionnaires, feedback, and support interactions.
• Recruitment information (e.g., CVs, cover letters).

We do not intentionally collect special categories of personal data (such as racial or ethnic origin, health information, genetic or biometric data, political opinions, religious beliefs, or trade union membership) unless you provide it voluntarily and with your explicit consent. If you do, we process it only as permitted by applicable law.

6. How we use personal data and our legal bases

We collect and process your personal data to provide, operate, support, and improve our websites and products. Our legal bases for using your data, as defined by applicable laws (including GDPR), include legitimate interests, contractual necessity, consent, and compliance with legal obligations.

Purposes for Using Your Data:

• Providing and Improving Services: To operate, support, and enhance the functionality of our websites and products, perform internal analytics, ensure quality, and develop new features.
• Security and Authentication: To authenticate users and protect our systems from fraud and abuse.
• Customer Support: To provide technical assistance and customer service.
• Facilitating Services: To manage clinic appointments, send reminders, and facilitate other related communications.
• Service Communications: To send important messages regarding your account, subscriptions, or renewals.
• Legal Compliance: To meet our legal, regulatory, and contractual obligations.
• Marketing and Promotions: To run marketing or promotional campaigns where legally permitted and with your consent when required.

Our Legal Bases for Processing:

• Legitimate Interests: We rely on our legitimate interests to improve and secure our services, analyze performance, and ensure our offerings run smoothly. For example, we use data for internal analytics and product development. In each case, the personal data collected is limited, and our interests do not outweigh your rights and freedoms.
• Contractual Necessity: We process certain information to fulfill our contractual obligations to you or your clinic. This is necessary to provide the products and services you have contracted for.
• Consent: Where required by law, we will obtain your consent for specific data processing activities, such as certain types of cookies, targeted advertising, or direct marketing in jurisdictions where consent is mandatory.
• Compliance with Legal Obligations: We may process your data to comply with legal requirements, such as responding to lawful requests from law enforcement or meeting regulatory obligations.

When we process Customer Data on behalf of a veterinary clinic or another entity (meaning we act as a data processor), the clinic or entity that provided your data is responsible for determining the lawful basis for processing. We act strictly under its documented instructions. For details, refer to the privacy policy of the veterinary clinic or the entity to whom you provided your data.

7. Cookies, beacons, and similar technologies

We may use web cookies, pixels, web beacons, and similar technologies to enhance your experience, perform analytics, personalize content, and deliver advertisements. You can manage your cookie preferences through your browser settings and, where required by law, via our cookie consent banner. This banner allows you to accept or reject non-essential cookies such as analytics, advertising, and social media cookies. For details, see our Cookie Policy.

We do not automatically collect personal data, but we may link non-personal data collected automatically to personal information about you that we collect from other sources or that you provide to us.

8. Advertising and retargeting 

We use third‑party platforms (e.g., Google Ads, Facebook Ads) to deliver advertisements. We will seek your consent before using targeted advertising cookies or similar technologies where required. You may still be served advertisements where you have not consented, but they will not be targeted to you specifically. You can manage your preferences via platform-specific tools or the Network Advertising Initiative opt-out page.

We do not control third-party advertisers’ use of cookies or similar technologies, and their practices are not covered by this Privacy Policy. We are not responsible for third-party products, promotions, or services accessed via links or QR codes on our Websites and Products (including those from veterinary clinics). You access these at your own risk and should review their privacy policies and contact them directly with any concerns.

9. International data transfers

We store data regionally where practicable (e.g., EEA/UK data in the EEA, U.S. data in the U.S., and Asia Pacific data in that region). Where we transfer personal data internationally, we use appropriate safeguards such as Standard Contractual Clauses, the UK Addendum, or rely on adequacy decisions or other lawful transfer mechanisms.

10. Data retention

We retain personal data only for as long as needed for the purposes described in this policy (or as required by law). Where your clinic’s license to our Products ends, Customer Data is anonymized within approximately three months, except where we are legally required or permitted to retain certain data. We may archive support tickets containing personal data, subject to access restrictions and data minimization. Recruitment-related data is retained for no longer than necessary to complete the hiring process or as required by applicable employment or anti-discrimination laws.

11. Security and data breach management

We safeguard all collected personal data, including Customer, Clinic, and other data, against loss, misuse, unauthorized access, disclosure, alteration, or destruction through stringent security practices. Further details about security practices are available upon request.

Should a data breach occur, we will minimize its impact to the best of our ability. We will inform you of any known effects on you and make every reasonable effort to comply with all applicable legal and regulatory reporting requirements.

For more information on our security standards and practices, please refer to our Trust Center.

12. Use of AI (artificial intelligence) 

We use AI responsibly and transparently in our Products and internal operations, collecting personal data only when necessary and with appropriate safeguards. We do not use personal data to make solely automated decisions (including profiling) that produce legal or similarly significant effects unless required by law or with your explicit consent. We also do not use Customer Data to train public AI models unless expressly permitted or instructed by your clinic and in compliance with applicable law.

13. How we share personal data

We may share personal data with:

• Your veterinary clinic (for Customer Data) via technical integrations, including Practice Management Systems (PMS).
• Our group companies (affiliates and subsidiaries).
• Service providers who support our operations (e.g., hosting, analytics, customer support).
• Marketing partners (only where permitted by law and/or instructed by your clinic).
• Prospective buyers and advisers in connection with a merger, acquisition, or similar transaction (subject to confidentiality).
• Law enforcement, regulators, or other parties are required by law to protect our rights or the rights of others.

We maintain a current list of key service providers and infrastructure partners, available upon request or in a separate published list. To request the latest list of our subprocessors, email privacy@petvisor.com.

If you are a clinic using our Products, you may object to a subprocessor in accordance with our Data Processing Agreement, provided you have legitimate grounds. Some subprocessors may transfer personal data internationally; where they do, we apply appropriate safeguards as outlined above.

14. Your privacy rights (global)

Depending on where you live, you may have rights to access, correct, delete, or anonymize, object to, or restrict processing of your personal data, to data portability, and to withdraw consent (where applicable). To request a copy or transfer of your data (data portability) or exercise related rights, contact dpo@petvisor.com. If you are a veterinary clinic customer, contact your clinic first; we will cooperate with them to fulfill your data privacy request.

Before responding, we may need to verify your identity to ensure your data is not disclosed to unauthorized parties. We aim to respond within one month (or within the time allowed by applicable law). We may charge a reasonable fee or refuse requests that are excessive, repetitive, or manifestly unfounded. Residents of other countries with applicable data privacy laws may contact our Data Protection Officer (DPO) to exercise rights under those laws.

15. U.S. State privacy supplement

Depending on your location, you may have specific rights regarding your personal data. Petvisor is committed to facilitating the exercise of these rights.

Your Privacy Rights May Include:

• Confirm Processing: Know if your data is being processed.
• Access: Get a copy of your personal data.
• Correct/Rectify: Fix inaccurate data (exceptions for Iowa/Utah).
• Delete: Request data deletion.
• Data Portability: Receive data in a usable format and transfer it.
• Object/Opt-Out: Opt out of targeted advertising (excluding Iowa), data “sale” (Petvisor has not “sold” data per CCPA in 12 months), and profiling for significant decisions (exceptions for Iowa/Utah).
• Restrict Processing: Request data processing limits under certain conditions.
• Limit Sensitive Data Processing: Limit or require consent for sensitive data.
• Withdraw Consent: Withdraw consent for data processing at any time.

To exercise these rights, contact us at dpo@petvisor.com or send a written request to 221 NE Ivanhoe Blvd Ste 310, Orlando, FL, 32804-6449, United States.

Important Considerations:

• Clinic Customers: Please contact your clinic first, and we will then cooperate with them to fulfill your privacy request.
• Identity Verification: We may verify your identity (potentially via a third party) for data protection.
• Response Time: We aim to respond to verified requests within one month (or 45 days for residents of certain US states, with a possible 45-day extension and explanation).
• Request Limitations: We may limit responses to two access requests per individual every 12 months.
• Fees and Refusals: We may charge a reasonable fee or refuse excessive, repetitive, or meritless requests.
• Legal Limitations: Your access or deletion rights may be limited by applicable law.
• Inability to Fulfill: If we are unable to fulfill your request (e.g., verification issues, legal exceptions), we will inform you of the reasons.
• Non-Discrimination: Exercising your privacy rights will not negatively impact your experience with our Websites or Products.

Specific US State Rights: Residents of California, Colorado, Connecticut, Delaware, Florida, Indiana, Iowa, Montana, Oregon, Tennessee, Texas, Utah, and Virginia have specific privacy rights, varying by state, as outlined above.

16. EU/UK supplement (GDPR / UK GDPR)

• Right of access
• Right to rectification
• Right to erasure (right to be forgotten)
• Right to restrict processing
• Right to data portability
• Right to object (including to direct marketing)
• Right to withdraw consent (where processing is based on consent)
• Right to lodge a complaint with a supervisory authority

If you are in the EU/UK, you may contact our Data Protection Officer or our EU/UK representative listed below.

17. Australia supplement

We comply with the Australian Privacy Act 1988. You may request access to, or deletion of, your personal data by contacting dpo@petvisor.com. We will verify your identity (potentially via a third party) for data protection and respond within a reasonable period as required by law. Your access or deletion rights may be limited by applicable law. If we are unable to fulfill your request (e.g., verification issues, legal exceptions) we will inform you of the reasons.

Exercising your privacy rights will not negatively impact your experience with our Websites or Products.

18. Canada supplement

We comply with the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy laws. If you are a resident of Canada, you have the right to access, correct, and request deletion of your personal data, as well as to withdraw consent where applicable. We will verify your identity (potentially via a third party) for data protection and respond within a reasonable period as required by law. Your access or deletion rights may be limited by applicable law. If we are unable to fulfill your request (e.g., verification issues, legal exceptions), we will inform you of the reasons.

Exercising your privacy rights will not negatively impact your experience with our Websites or Products.

19. Sri Lanka supplement

We comply with the Sri Lanka Personal Data Protection Act No. 9 of 2022, including applicable rights to access, correction, and deletion.

Exercising your privacy rights will not negatively impact your experience with our Websites or Products.

20. Children and vulnerable groups

Our services are not directed to children under 18. We do not knowingly collect personal data from children under the age of 13 (or the minimum age defined by applicable local laws) or from someone in a vulnerable group without verified parental or guardian consent, in accordance with laws such as the U.S. Children’s Online Privacy Protection Act (COPPA).

If you are under 18 or part of a vulnerable group, do not provide us with personal data unless you have received appropriate consent from a parent, guardian, or legal representative.

21. Changes in this policy

We may update this Privacy Policy from time to time. We will post the updated version on our Websites and, where required, notify you of material changes. By using our Website or Products, you accept that you are bound by the Privacy Policy in force at that time and displayed on this page.

22. Change of details

If you are a veterinary clinic and change your contact details, email your new details to support@petdesk.com / support@vetstoria.com / support@groomer.io.

23. Contact Us

If you have questions or concerns about how we process or retain your personal data, contact our Data Protection Officer at dpo@petvisor.com.

Petvisor, Inc.
221 NE Ivanhoe Blvd, Suite 320
Orlando, FL 32804, United States

For product-related support:

• PetDesk: support@petdesk.com 
• Vetstoria: support@vetstoria.com 
• Groomer.io: support@groomer.io 

For recruitment inquiries, contact our Talent Acquisition team at people@petvisor.com.

You may stop using our Websites or Products at any time, subject to any contractual terms between you and Petvisor or your clinic.